Field Service Supervisor

JOB SUMMARY

The Field Service Supervisor reports to the Field Service Manager and leads the daily execution of both installation and maintenance field operations across North America. This role supervises Field Service Engineers, Installation Engineers, Coordinators, and Dispatch personnel while ensuring safe, efficient, and profitable delivery of installations, commissioning, preventive maintenance, repairs, retrofits, warranty work, and modernization projects. The position serves as the primary operational leader for day-to-day field execution while supporting strategic objectives established by the Field Service Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership & Personnel Management Lead, mentor, coach and develop installation and maintenance field personnel. Conduct hiring, onboarding, monthly coaching and annual performance reviews. Develop training plans and maintain skills matrices. Enforce company policies, safety standards and ethical conduct. Technical & Operational Oversight Supervise machine installations, commissioning, repairs, preventive maintenance, retrofits and upgrades. Manage technician scheduling, labor utilization and field resources. Coordinate subcontractors and project execution. Review service reports and ensure documentation quality. Escalate complex technical issues to the Field Service Manager when required. Customer Service & Relationship Management Partner with Sales, Applications, Engineering, Manufacturing, Technical Support and Parts. Drive customer satisfaction and proactive communication. Serve as first management escalation for customer concerns. Service Programs & Performance Management Monitor KPIs include response time, utilization, PM completion, first-time fix and customer satisfaction. Improve scheduling efficiency and workforce productivity. Ensure warranty compliance and accurate reporting. Safety, Quality & Compliance Enforce OSHA, LOTO, electrical safety and customer site requirements. Conduct safety coaching and incident investigations. Drive continuous quality improvement. Financial & Business Responsibilities Support departmental budgets and travel expense management. Review labor, warranty and billing accuracy. Identify service revenue opportunities.

SUPERVISORY RESPONSIBILITIES

This position has multiple direct reports. Field Service Engineers Service Coordinator & Scheduler

MINIMUM EDUCATION AND QUALIFICATIONS

High School diploma/GED required (Associates/bachelor's degree preferred. 2+ years in a managerial position. 5+ years of working knowledge and experience within the machinery or heavy equipment industries.

KNOWLEDGE, SKILLS AND ABILITIES

Strong leadership/supervision skills and motivation techniques. Proficient in interpreting mechanical and electrical drawings. Proficient in Microsoft Word and PowerPoint, with a basic understanding of Excel. Exceptional verbal and written communication skills. Will be a self-starter who demonstrates initiative and commitment to quality training ethics and ability to increase sales and customer satisfaction. Will possess the ability to work independently while using critical thinking and problem-solving skills. Experience with industrial machinery. Ability to travel as needed.

PROTECTIVE CLOTHING AND EQUIPMENT

Steel-toe shoes Eye protection

WORKING ENVIRONMENT

Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate. Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the position. #J-18808-Ljbffr Messer Cutting Systems Inc